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Abstract Along with the network popularization, food industry is becoming increasingly information-oriented. Food-ordering application has emerged at this moment. It is well received by consumers, especially the students for its convenience and flexibility. But Food-ordering applications in China are still at the earlier stage of development. Compared to western countries’ applications, there are many deficiencies and limitations which cannot attract consumers to repurchase.34690
- 上一篇：人本主义学习理论探讨大学英语教学中的师生情感共鸣
- 下一篇：顾客感知价值男士护肤品购后行为的关系研究
The success of Food-ordering application is closely relevant to customer satisfaction. In Xuzhou, several Food-ordering applications are competing fiercely for market share. As a professional platform, Meituan Waimai Application, continually seeks to improve the quality of its services to obtain higher customer repeat purchase rate. The thesis will examine current situation of Meituan Waimai Application by analyzing Xuzhou college students’ customer satisfaction with its service. The thesis will provide some favorable reference for its development.
Guided by ECSI, questionnaire is designed and sent out. The data are analyzed based on several basic elements including price, special offer, the amount of franchisee, food quality, meal delivery service and customer service. At last, the thesis provides three suggestions: (1)enhance supervision (2) guarantee meal delivery speed (3)ensure food persity and price differentiation.
Key Words: Meituan Waimai Application Customer Satisfaction ECSI
摘 要由于网络的普及，餐饮行业朝着信息化方向发展，订餐软件应运而生。它因其方便性和灵活性是深受消费者,尤其是学生的好评。然而中国的订餐应用软件仍处于发展的早期阶段,相比国外的订餐应用软件,有很多的不足和局限性,不能吸引消费者再次消费。
研究表明订餐软件的成功与客户满意度息息相关。仅在徐州，就有好几个订餐软件在激烈的争夺市场份额。而美团外卖作为一个专业的平台,不断提高其服务质量以获得较高的客户重复购买率。本文将通过研究徐州大学生对美团外卖各项服务的满意度,分析其目前的发展现状，为其提供一些发展策略。
本文在欧洲顾客满意度指数(ECSI)的基础上设置问卷，发放问卷。再从价格、优惠活动、店家数量、送餐服务和客服等方面对数据进行分析。最后,对徐州美团外卖提出三条建议,(1）加强对商家的监督(2)保证送餐速度(3)保证菜品多样化和价格差异化。
毕业论文关键词: 美团外卖软件 顾客满意度 欧洲顾客满意度指数
Contents
Abstract i
摘要 ii
Chapter One Introduction 1
1.1 Research Background 1
1.2 Significance and purpose 1
1.3 Methodology 2
Chapter Two Literature Review 3
2.1 Customer Satisfaction 3
2.1.1The definition of Customer Satisfaction 3
2.1.2 Customer Satisfaction Index 4
2.2 Previous researches on E-commence Software.6
Chapter Three The questionnaire based on ECSI 8
3.1 Pre-questionnaire research 8
3.2 The design of the questionnaire 8
3.3 The issuance and the callback of the questionnaire 8
Chapter Four Data & Analysis 10
4.1 The data of the questionnaire 10
4.2 Analysis Based on ECSI 12
4.3 Suggestions 15
Chapter Five Conclusion 18
References 19
Appendix 21
A Study of Customer Satisfaction of Meituan Waimai Application Among College Students in Xuzhou